Customer upgrade support
The new platform is almost here!
Temporary changes to our service
In the days before the upgrade over the weekend of 7 and 8 February 2026, there’ll be some changes to our standard service. This is to ensure the upgrade runs as smoothly as possible. We’re keeping these to a minimum and hope they don’t inconvenience you.
The table below shows the deadline for each process. Requests received after these dates cannot be accepted and you’ll need to resubmit them from Monday 9 February on the new Nucleus Platform.
If you anticipate having instructions that you’d like us to action during this time, you may wish to speak to your adviser about how you plan for these changes in the period before the upgrade.
Please note, we expect James Hay Online to be unavailable over the upgrade weekend.
Downloading documents
Data on your account activity for the last five years will still be available online after the upgrade.
| Deadline | Process | Please note |
|---|---|---|
| 16 January | New business | You won’t be able to apply for any new products from Friday 16 January until after the upgrade (Monday 9 February). |
| From 23 January | Switch | No switch instructions will be accepted via your online account or a paper form for:
If you’re unsure which investments apply to you, please speak with your financial adviser or contact us. |
| 30 January | Buy/sell | No instructions to buy or sell investments will be accepted via your online account or a paper form from 5pm on Friday 30 January. |
| 4 February | New Direct Debits | All Direct Debit instructions received by 5pm on Wednesday 4 February will be set up on James Hay systems and then reflected on the new Nucleus Platform after the upgrade. If a payment date is missed, that payment will be collected as an ad hoc contribution on the Nucleus Platform on Tuesday 24 February. |
| 4 February | Income Payments | New income payments can be instructed up to 5pm on Wednesday 4 February. After the upgrade, income payments will be made on the payment date itself, rather than 2–3 days earlier as now. However, if your payment date falls on a weekend or bank holiday, you should receive it on the previous business day. If you experience financial difficulty over this period and need to access your money, please contact us on 03455 212 414. |
| 4 February | Income payment changes | You’ll be able to make a change to your existing income payments up to 5pm on Wednesday 4 February. After this date, you’ll make the changes on the new Nucleus Platform from Monday 9 February. |
| 5 February | ISA, GIA and Offshore withdrawals | Regular withdrawals from ISAs, GIAs or Offshore bonds that are due to be paid between Friday 6 and Monday 23 February will be paid early (for this month only) by Thursday 5 February. |
| During the upgrade weekend (7 and 8 February) | General | James Hay Online will not be available after 5pm on Friday 6 February. The Nucleus Platform will be available from 9am on Monday 9 February. |
*External investment options available in addition to the choices you have available on our platform. These vary by product and may include investment managers, or the direct purchase of permissible assets not held on our platform.
We're here to help
If you've further questions, please don't hesitate to contact us.
